Are you sure it was really a Chase representative on the phone with you? It’s sometimes possible to cause an account to be locked without being able to log in by doing too many login attempts.
That was the point of his concern - he was being middlemanned for his 2FA.
Yea, I’m like 90% sure it was a chase rep in the end, based on what the in branch people were saying. Though it sounded like it was someone in a local office and not part of a large call center team.